About Messer Messer is the largest privately held industrial gas business in the world, and a leading industrial and medical gas company in North and South America. We offer over 125 years of expertise in industrial, medical, specialty and electronic gases. Messer delivers quality gases, related services and technology via an extensive production and distribution network. Health and safety, sustainability practices and environmental protection are core Messer values that are embedded in our daily operations.

Why Messer?

• Certified as Great Place to Work®
• Paid time off: Excellent paid vacation available in first year including personal days.
• Pay and benefits: Competitive pay rate between $107,923 and $129,347 with comprehensive benefits and competitive pension plan.
• Bonus and pay increases: Incentive program based on company performance and annual merit increase program.
• Career growth: Opportunities for career advancement through training and development opportunities with tuition reimbursement program.
• Referral program: Employees can refer talent and earn!
• Employee perks and discounts: Access to exclusive discounts on a number of products and services across Canada.

What You’ll Do As the OTC and eBusiness Manager, you will Lead, build and sustain Customer Service capability for all businesses within Canada, in all channels, with special emphasis to build eBusiness capability and automation. Develop a flawless and effortless execution of every interaction with Messer, providing an easy Customer interface with value creation for our customers. Differentiate Messer from its competitors in accordance with the organization’s policies, practices, and applicable laws and regulations and more:

• Enhance the OTC processes across: Quote, Order, Order maintenance, Query, Schedule, Deliver, Bill, Invoice, Collect, Apply Payment, and all associated Master Data.
• Lead and champion improvement initiatives for Canada and contribute to process improvement for the broader Messer Americas and Messer Group.
• Work seamlessly with IT, Service Providers, and internal stakeholders to deliver improved systems and processes.
• Directly responsible for Shared Service (WNS), Customer Master Data, Contact Centre operations (Genesys), training content, and the eBusiness team. Support the remaining Canada CS and OTC processes handled through Retail and Bulk organizations.
• Support the development and implementation of the Learning Management System (LMS), including content development, configuration, and reporting.
• Lead people management activities for the direct team, developing leaders, Customer Service experts, and high-performance individuals.
• Develop and manage Subject Matter Experts with deep Customer Service and sales support knowledge. Manage shared services with a centralized centre of excellence for transactional execution.
• Facilitate resource reallocation from traditional channels to eBusiness channels.
• Support the development and execution of Customer Service strategic plans aligned with Sales to drive customer retention and growth. Lead excellence in Customer Service (insourced and outsourced), onboarding, customer data management, invoicing, query/complaint management, eBusiness, and continuous improvement initiatives.
• Create and monitor Customer Service KPIs, CX metrics, and SLAs, harmonizing processes across the business.
• Participate in Canadian and international OTC, Service, and eBusiness leadership meetings
• Lead strategy development and investment case development.
• Evaluate OTC sub-processes and prioritize improvement opportunities; prepare business cases for enhancements.
• Provide feedback throughout the software development lifecycle: requirements, functional specifications, design, custom development, integration, testing, and deployment.
• Lead execution of major projects, including change management, implementation, and stabilization.
• Lead and advance strategies for websites, eBusiness, and Customer Experience management.
• Coach managers to build industry-leading Customer Service and eBusiness teams.
• Ensure overall SHEQ principles are incorporated and maintained to support a strong safety culture.
• Resolve complex customer and internal issues; proactively prevent recurrence.
• Champion customer retention and growth through exceptional service, upselling, cross-selling, and improved customer experience.
• Serve as primary commercial link between Customer Service and Sales, Marketing, and Field organizations.
• Control expenses and capex; contribute to corporate profitability.
• Oversee new customer onboarding and master data management to ensure flawless operational setup.
• Oversee the invoicing process, including billing, transmission, special handling, and archiving.
• Improve query and complaint management processes through root cause analysis and elimination of rework.
• Enhance Customer Experience management through clearly defined metrics and leadership of the Canada Customer Service Council.
• Implement Customer Satisfaction Surveys in accordance with Messer guidelines.
• Develop experts across all OTC and CS processes and promote a continuous improvement culture.
• Support development and integration of collections processes.
• Provide oversight and support for the Chedworth site, ensuring alignment with national OTC, Retail, and Customer Service strategies.

What It Takes

• Bachelor’s Degree in a relevant field
• An advanced degree (MBA or IS) and/or a professional business designation
• 10+ years of experience in Customer Servicer Organizational Expertise or equivalent relevant Messer business roles, sales transactional support activities, SAP/ERP background, E-Business implementation
• Customer Experience and Customer focus with a Continuous Improvement mindset
• Strong analytical skills
• Proven ability to lead, coach, and manage a large team and large projects is essential
• Must have a track record in results orientation, recognizing opportunities, and initiative with a sense of urgency to make things happen
• A good understanding of the businesses and related customer segments
• Organizational awareness
• Proven change management skills
• Experience interacting with C -level customer executives to empower key customer relationships.

At Messer, our vision for Diversity & Inclusion is to create an environment where all of us accept, respect and value the differences of multiple identities and truly welcomes the diverse ideas and perspectives of individuals. In doing so, we shape an open and creative company culture, providing every individual an equal opportunity to thrive.

Join us and you will be part of a company that values and supports your career. We offer competitive pay and benefits, with set schedules, steady work and opportunities for ongoing training and career progression.

Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed.

Apply today @Messer Careers and see what we do.

If you need assistance with the application or would like to request an accommodation, call (877) 243-1030.